Team Leader Technical Service
Hypertherm

Job Info

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Hypertherm is seeking a Team Leader, Technical Services for our Kent, Washington location to support our new installation business. The ideal candidate will have the ability to help shape the Technical Services function from the bottom up, and working with our teams you will create what success will look like for our Waterjet business.

As a 100% Associate-owned, global leader in providing advanced industrial cutting solutions, Hypertherm offers a collaborative work environment while promoting empowerment and a positive work-life balance.

Position Overview
The Technical Service Team Leader holds responsibility for driving continuous improvements in safety, process, quality, service delivery, and cost performance. The Team Leader drives team's progress towards goal achievement and provides leadership, mentorship and coaching to Technical Service Team associates while supporting a culture of continuous improvement and customer service excellence. This role will focus on the following;

• Support associates in local and remote locations, including associate selection, training, coaching, development, conflict resolution, planning, performance management and recognition.
  
• As team leader, acts as an advisor and subject matter expert for technical service processes and systems as well as an internal resource for collaboration with other regional service engineers. Advises and assists the team during new process and product implementation to avoid risk and mitigate impact on Technical Service operations and service delivery.
  
• Participates in development and tracking of policy deployment for direct team. Leads the Root Cause Counter Measure process for direct team's area of responsibility.
  
• Align resources to meet forecasted needs across multiple areas as required: Phone support, Field support, customer training and communication, Channel Partner application and Service Support, Documentation, Mentorship, IS/PC capability, and Warranty and RMA Support.
  
• Serves as single point of contact for issues requiring focused attention. Partner with leaders in service, sales, to resolve critical customer issues
  
• Participates in the development of regional technical service strategy including Long Range Planning and Annual Operating Plan.
  
• Conduct capacity analysis and business case documentation to meet needs of evolving technology and market dynamics.
  
• Collaborate with other technical service team leaders to ensure the team's training, development plans, and communication supports alignment with global and regional initiatives and standard work.
  
• Identifies, prioritizes, leads, and supports completion of continuous improvement initiatives in safety, technical service delivery, technical knowledge growth, communication tools, and metrics to support global best-in-class service standards, lean and efficient operating practices, and enhance customer experience.
  

Who you are and the experience you will bring:

• BS in Electrical Engineering, Computer Science or related degree or equivalent combination of education and experience.
  
• 5+ years in Technical Service Engineering, 2+ years of formal or informal leadership
  
• Extensive customer service knowledge and experience.
  
• Project management skills: Experience planning, organizing, and managing resources to successfully complete projects.
  
• Strong technical background in electrical/mechanical/software
  
• Excellent customer service skills and focus on the customer.
  
• Professional communication (written, verbal, and presentation).
  
• Ability to successfully resolve and manage conflict.
  

Preferred experience to differentiate you:

• Data analysis and Lean Six Sigma certification
  

This position will involve approximately 20% travel
Why join Hypertherm?

• Collaborative, 100% employee-owned culture
  
• Profit-Sharing and Employee Stock Ownership (ESOP)
  
• Paid Community Service Time
  
• Strong commitment to Environmental Stewardship
  
• Stable, growing organization with a no-layoff philosophy
  

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Hypertherm is proud to be an Equal Opportunity Employer and we welcome all applications. All employment decisions are based on business need, job requirements and our values as an associate-owned company without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability, or veteran status, or any other characteristic protected by federal, state, or local laws.

CURRENT ASSOCIATES OR TEMPORARY ASSOCIATES: Please apply via your internal Workday career account.

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